Hello,
We are usually sending bunch of e-mails from the ticket and sometimes there is an error that e-mail cannot be delivered.
But by our current settings new tickets are created.
Question is: Is it possible to link the undelivered e-mails to the tickets somehow?
Thank you.
OTRS5
Undelivered Mail Returned to Sender - connect to ticket
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crythias
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Re: Undelivered Mail Returned to Sender - connect to ticket
If the sender address of the ticket is not one that the bounce will reply to and possibly create a ticket, that might be an issue.
Likewise if there is a configured filter (such as in SysConfig) that sets X-OTRS-Ignore for bounce messages, they also won't make articles for tickets.
Likewise if there is a configured filter (such as in SysConfig) that sets X-OTRS-Ignore for bounce messages, they also won't make articles for tickets.
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schulmann
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Re: Undelivered Mail Returned to Sender - connect to ticket
It's possible.oglop wrote:Question is: Is it possible to link the undelivered e-mails to the tickets somehow?
We handle this in our mail system where we analyze the delivery notification to insert the original message id as smtp references header.
Then OTRS is able to find the ticket.
Znuny6/Debian/ESXi